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Why do Service Management customers get Agent access without admin permission?

Venkat Jira Admin
Contributor
June 23, 2023

Hi Team,

I have added one user as a Jira Service Management customer. If he logs into the JSM portal link (abc.atlassian.net/servicedesk/customer/portal), then it's no problem. He gets the JSM portal view. But if he logs into Link (abc.atlassian.net), then he gets the Jira service management Agent access. Same happened for all users. Why do Service Management customers get Agent access without admin permission? Please help us.

Thanks in advance.

2 answers

1 accepted

4 votes
Answer accepted
Jehan Bhathena
Community Champion
June 23, 2023

Adding to @John Funk 's answer, you might want to check the User Access setting for your site, does the setting allow users to join your site as Agents without approval?image.png

Venkat Jira Admin
Contributor
June 25, 2023

Hi @Jehan Bhathena

 

I changed the setting to admin approval needed for JSM agent access. Now They are not getting agent access directly.

Thanks for the reply.

 

Approval needed for agent access.png

4 votes
John Funk
Community Champion
June 23, 2023

Hi Vankat,

If users have a Jira Software license, they will be able to see the issue using a regular screen if they have the permissions to do so. That means you need to check the Permission Scheme. 

However, do not equate that as the "Agent" view. It is not - it is just a screen for anyone with permissions to see. What is different is that Agents are the only ones who can modify/edit the issue or transition it. 

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